Part 7/13:
Trust fundamentally determines whether humans accept or reject AI systems. The common misconception is to assume transparency through technical explanations suffices. Instead, effective trust-building involves progressive disclosure—sharing information relevant to the user’s context at the right time, in understandable language.
For example, instead of overwhelming users with tensor matrices and loss functions, organizations should present clear, relatable reasons behind AI decisions—like highlighting specific factors influencing a fraud alert or loan approval.
Defaults play a powerful role in trust and adoption. People tend to accept default options, perceiving them as safe and acceptable. Properly designed defaults can guide users toward beneficial behaviors without forcing them.